What's happening

A caller expected a confirmation text and didn't get one. Scarlett always asks before sending a text, and only tells the caller it's on its way once it has actually gone — so start with the conversation itself.

1. Did she send one?

Open the caller's conversation in your Inbox. A text Scarlett sent shows there alongside the call. If there's no text, none was sent — perhaps the caller said no, or the booking wasn't made.

2. Could the number receive it?

Texts go to the number the caller rang from, unless they gave her a different mobile on the call. A UK landline can't receive texts, and if the caller's number was withheld she has to ask for one — if they didn't give a mobile, the text can't reach them.

3. The text comes from a different number

Confirmations are sent from Scarlett's texting line, not the number your customers dial. That's expected — ask the caller to check for a text from an unfamiliar number.

What's next

• Read and act on your calls — open the call to see what she sent.
• What Scarlett says and does on a call — when and how she texts.